Day Two: June 25th, 2024

Elizabeth Robillard, Event Director, Future Branches

Elizabeth Robillard

Portfolio Director
Future Branches

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• Thinking about the continuing needs of small business clients given what they’ve been through
• Nurturing relationships you built when working on PPP loans and seeing what you can provide going forward
• Training employees to develop relationships with this special class of client
• Deciding what perks or opportunities they are looking for
• Reaching out to local businesses & being more of a pillar in the community to attract small businesses to you
• Making your branches a place where small businesses can host meetings or community events

Vito Giannola

EVP & Chief Retail Banking Officer
Provident Bank

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The employees in your branches represent the best possible opportunity your branches have to remain relevant. They have the power to provide better customer experiences, keep things running efficiently and facilitate growth. If you are doing one thing in branch, it should be focusing intensely on training and development for your current staff. Your staff needs to know customers, they need to know their finances and be ready to help with anything you may need. It’s a completely personalized approach to banking and can be possible with the right employee and the right technology. How are banks finding, hiring, training and career pathing stellar employees like this and training them with the right tech to anchor their branch strategy? Join this panel to hear more about:

·      Surveying your current employees to find out what attracts them to working at your institution

·      Realigning your company values where needed to stay attractive to employees

·      Starting a new employee off with strong onboarding that prompts a feeling of belonging

·      Setting up employees with coaches and mentors that help career path employees

·      Incenting employees where necessary to keep them on the path you’ve laid out  

Cassie Page

SVP Retail Sales Coordinator
First National Bank Texas

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Paola Dutschmann

VP of Retail Banking
Leader Bank

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Heiwote Tadesse

EVP-Member Relations
Associated Credit Union

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Bryan Christensen

EVP, Chief Community Banking Officer
Middlesex Savings Bank

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• Best practices when it comes to going on this journey
• Educating and training your organization on some of these principles
• Overcoming potential pushback from individuals across the business
• Harnessing the power of ERGs and the value they bring to your organization
• Measuring the impact of DEI initiatives and maintaining enthusiasm for this work

Tim Clevenger

CMO
OnPoint Community Credit Union

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• Planning ahead to address the cultural divisions that might exist between the two groups
• Hiring outside consultants to be on hand when the merger begins in order to facilitate conversation
• Bringing the merging employees into the conversation and allowing them to help in the integration process
• Being in constant contact with the merging teams to let them know how things are going
• Mixing the groups together as often as possible in order to create a new sense of culture
• Trying to keep certain aspects of the absorbed groups processes or practices where possible

Steve Matejka

COO
Valley Strong Credit Union

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·      Evaluating the route you’ve taken with self service thus far via ITMs, ATMs or video banking

·      Deciding what the next step is in that journey to fully push all transactions to digital

·      Understanding what it is your customer is looking for it when it comes to interacting with you

·      Making sure any self service channels are seamless and continue to have that human element

Patrick Myron

SVP, Retail Network Strategy & Sales Analytics
Rockland Trust Bank

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Matt Campbell

SVP, Director of Remote Banking
Cadence Bank

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Any friction experienced by a potential customer who is trying to open an account with you could end the relationship before it begins. And at a time when your institution needs new core deposit accounts to be opened, this could have catastrophic results. How do you streamline the account opening process to ease your new customer’s path to a new deposit account? Join this keynote to hear how one bank has approached this. Expect to hear:

·      Finding points of friction across the account opening experience, both online and in your branches

·      Assessing where a more human touch might be needed online and where more speed might be needed in person

·      Figuring out how to easily transfer customers from an online application to the branch with little hassle 

·      Using this interaction as a starting point for deeper engagement with this customer

Alexander Sulpasso

EVP, Client Experience Officer
GSB

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Today’s customer is fickle, even when it comes to where they park their money. They expect convenience, personalization AND easy access to financial education. They want their bank to be a partner through their various life journeys, but also don’t want to be bothered by constant messages from them. How are you working on deepening your customer relationships with today’s consumer and how do you adapt to changing expectations. Join this fireside chat to hear more about:

·      Realizing that customers expectations are shaped by the experiences they are having outside of banking

·      Acknowledging that technology has made it possible for banking to become a key part of a customer’s life

·      Engaging with customers in a more continuous and personalized way

·      Providing greater transparency and authenticity around your brand values and mission

·      Determining the right level of personalization to maximize customer retention

Andrea Pruna

SVP, Chief Growth Officer
NECU

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